Refund & Dispute Policy
This explains how refunds and disputes work on Arcana Payments. Because settlement is non-custodial and the goods or services are the Merchant's, refunds are set and issued by the Merchant, and Arcana provides the mechanism to process them.
01Who sets the refund terms
Each Merchant sets its own refund, return, and cancellation policy for what it sells, and must make that policy clear to Buyers. Arcana does not set refund terms for a Merchant’s goods or services. If you are a Buyer, review the store’s policy and contact the store first.
02How a refund is processed
When a Merchant issues a refund through the Service, the refund is recorded against the original settlement and a signed refund.completed event is sent to the Merchant. Refunds may be full or partial (up to the amount originally charged, less any prior refunds). Arcana’s fee on the refunded portion is credited back proportionally.
Because settlement is non-custodial and in USDC, a refund returns value from the Merchant’s side; Arcana does not hold Buyer funds to refund from. On-chain and operator processing may affect how and when a Buyer receives the returned value.
03Timing
Merchants should process eligible refunds promptly. The time for a refund to reach a Buyer depends on the licensed operator, the card issuer, and network settlement, and is outside Arcana’s sole control.
04Card disputes and chargebacks
A card payment on the Service is processed by the licensed on-ramp operator and appears on the Buyer’s statement as a cryptocurrency purchase. Card disputes and chargebacks are handled through the card networks and the licensed operator’s dispute process. Buyers should first contact the Merchant, then their card issuer if unresolved. Merchants are responsible for chargebacks and related fees on their transactions per their agreement with us and the operator.
05Buyer protections
- Every checkout discloses that the card is purchasing USDC and that the statement will reflect a crypto purchase.
- A receipt is issued on settlement with the amount, network, and transaction reference.
- Refunds and disputes are handled per the Merchant's policy, the operator's rules, and applicable law.
06Contact
Questions about a refund or dispute involving the Service: ops@arcanaoperations.com. For a specific order, contact the store you purchased from first.